Commercial Card Servicing & Onboarding Manager

Description

Job Description Summary
The Treasury Management Service & Onboarding (S&O) Commercial Card Manager is responsible for leading a high-performing, client-facing team that delivers the full lifecycle of commercial card services, including implementation, onboarding, client training, servicing support, and operational maintenance. The role provides strategic oversight of all Commercial Card delivery processes, ensuring excellent client experiences, adherence to business and risk controls, scalability of operating practices, and alignment with enterprise priorities.

The Commercial Card Manager partners closely with Sales, Product, and Risk to ensure pipeline visibility, capacity forecasting, execution readiness, and strong controls. This role is accountable for customer experience outcomes, training quality, operational SLAs, and overall team performance. The manager drives continuous improvement initiatives, facilitates cross-functional collaboration, and ensures the commercial card platform is effectively supported and optimized.

• Lead, coach, and develop a team of Commercial Card Service Specialists, establishing clear expectations for ownership, quality, productivity, and customer experience.
• Provide regular updates to leadership through dashboards, pipeline summaries, capacity reports, and operational performance metrics.
• Manage client support channels (call queue, shared mailbox) to maintain high service levels and timely issue resolution.
• Monitor and improve client experience metrics across onboarding and servicing touchpoints.
• Develop, document, and maintain scalable, well-controlled processes for commercial card onboarding and servicing.
• Establish and monitor operational KPIs, service delivery metrics, and team performance dashboards.
• Identify and implement continuous process improvements to reduce friction, increase efficiency, and enhance client outcomes.
• Ensure the team follows standardized operation procedures, quality expectations, and compliance requirements.
• Partner with Sales and Product to maintain pipeline visibility, assess capacity, and define implementation timelines that set clear expectations for the clients and internal partners.
• Collaborate with Technology, Risk, and business partners on platform enhancements, operational needs, and issue resolution.
• Represent the Commercial Card S&O team in strategic planning sessions, cross functional meetings, and enterprise initiatives.
• Contribute input to product roadmap discussions based on customer feedback, operational insights, and risk considerations.
• Document and maintain efficient and managed customer card services and onboarding processes, with a strong focus on creating a scalable and controlled operating model.
• Implement and maintain strong business controls, partnering with Risk organization to ensure risks are identified, monitored, and mitigated.
• Ensure full compliance with regulatory, audit, and internal policy requirements.
• Maintain accurate and complete process documentation and evidence to meet all risk and control expectations.
• Lead and support initiatives related to technology, process redesign, operational scalability, and customer experience improvements.
• Flexibility to perform additional duties as assigned.

• Bachelor’s Degree, or in lieu of degree, an additional 5 years of experience is required.
• 7+ years of leadership and/or management experience with previous financial firm or accounting.

• 3+ years of previous CML Card Servicing experience.
• Experience in finance, banking, and fintech.
• Proven analytical ability (data mining/manipulation, forecasting).
• Demonstrated ability to quickly analyze situations and risks, determine paths of action, and execute flawlessly.
• Experience in project planning and management, agile execution methodology with the ability to manage multiple projects in a fast-paced environment and meet deadlines.
• Proven leadership and mentoring capabilities. Comfortable working in a team environment and guiding/mentoring staff.
• Excellent skills with MS Word, Excel, and PowerPoint.
• Candid and concise communication skills.
• Excellent…